Customer Experience Specialist

Role Overview

• Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email
• Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
• Clearly explain payment and financial information to customers in a professional and easy to understand manner
• Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)
• Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership
• Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems
• Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns
• Collaborate with team members and leadership to identify trends and support process or documentation improvements
• Complete required training and assigned learning within established timelines
• Perform other duties as assigned by leadership

Requirements

• Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume
• Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation
• Strong professional verbal and written communication skills
• Ability to independently resolve customer inquiries while following established processes and procedures
• Strong organizational skills with attention to detail and accuracy
• Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients
• Ability to manage challenging customer situations with professionalism and empathy
• Comfortable working in a structured, performance driven environment with clear metrics
• Proficient in Microsoft Outlook, Word, and Excel
• Experience using CRM or case management systems, or the ability to learn new systems quickly
• Ability to work effectively both independently and as part of a team
• Open willingness to accept and implement feedback
• College degree preferred or equivalent professional experience
• Experience supporting B2B customers or financial/fintech products
• Bilingual in English and Spanish (written and verbal)

Benefits

• Competitive salary
• Paid parental leave
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short term disability
• 401K matching
• Employee referral program